Poor administration and client service

I made an online layby at Russell's...when I made the payment it went thru on my side but the browser didn't take me back to Russell's page, which made the transaction seem like it was not completed. The order status went to cancel and that's been the case ever since. I sent numerous emails with the proof of payment, even engaged with them on Facebook messenger but this matter is still unresolved and this has been a case of last month around month end. I just want my order to be reinstated is that too much to ask.